Members
come
in
for
an
hour-and-a-half
interview.
They're
asked
to
trade
off
program
elements,
including
services
and
amenities
in
the
hotel,
based
on
the
value
they
place
on
those
attributes
relative
to
their
cost.
The
results
help
us
deter-
mine
the
appropriate
priorities
for
modifying
the
program.
We
find
that
different
people
hav
e diff
ere
nt
n
·ed s .
Some
people
are
service
o
ri
e
nt
ed . No
a
mount
of
miles
Of
p
l nts is
ever
go
ing
to
replace
a
warm
welcome
a
nd
being
pc
ogn iz
'd
by
the
hot
I
as
a
loyal
C
Ll
.
tom er.
Other
people
are
games
pla
yer
s.
'I'
ll
y g
a
ft
er
free
stays,
and
they
know
the
rules
as
well
as
we
do.
We've
been
in
feedback
groups
where
these
people
will
educate
us
on
how
our
program
works!
And,
of
course,
many
people
are
a combination
of
both.